Auto Choices Ltd Complaints Handling Procedure

Auto Choices is committed to customer service. If you are dissatisfied with our service, we will endeavour to resolve any issues in a fair and effective manner. This policy explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved in the shortest possible time;

Compliance Manager
Auto Choices Limited
150a Albert Street
GU51 3RP

Telephone Number: 01252 810800
Email Address: [email protected]

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing. To help us resolve your problem you should provide the following information:

  • Your full name and contact information
  • Full details of your complaint
  • Your agreement details
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork.

We will try to resolve your complaint immediately; however, sometimes this may not be possible. We will acknowledge your complaint by letter and in the unlikely event that we are not able to resolve your complaint within 3 working days, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.

We will issue a final response by the end of eight weeks after receipt of the complaint. The final response will set out one of the following:

  1. Acceptance of the complaint and, where appropriate, offer redress or remedial action.
  2. An offer of redress or remedial action without accepting the complaint.
  3. A rejection of the complaint and the reasons for doing so.

If we are unable to make a final response by the end of eight weeks, we will inform you in writing of this and indicate when we will be in a position to make a final response.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to the Financial Ombudsman Service or contact the BVRLA for further guidance:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9GE

You must do this within six months of our final response.


BVRLA Conciliation Service